Notes, observations and findings exploring the intersection of customer experience, behavioral science, and servant leadership, and how they contribute to personal and business value. We delve into the challenges posed by a V.U.C.A. (volatile, uncertain, complex, ambiguous) world and rapid technological advancements. Our focus is on harnessing the potential of both employees and customers to achieve concrete business outcomes.
Organisations are racing to optimise. AI is accelerating decisions, compressing cycles, and removing friction at a pace most leaders still underestimate. But…
Read articleThe CX concept I defined in 2013… and why it matters more now than ever. Originally published in 2013. Updated in 2026 because the concept hasn’t changed, but the world…
Read articleThis episode was recorded LIVE at DDX, where Beyond The Interface hosted an on-stage conversation with Qaalfa Dibeehi, Partner at Human2Outcome. We unpack one of the…
Read articleQaalfa Dibeehi was the featured speaker at CX Day hosted by the Human Resource and Services Administration (HRSA) of the Kingdom of Saudi Arabia (KSA), in collaboration…
Read articleI used to think I was bad at math. Not a little bad. Genuinely convinced it wasn’t for me. Then I took undergraduate statistics and experimental design, and something…
Read articleEvery so often, the business world doesn’t just evolve — it fractures. Not because of a normal economic cycle, but because the political environment shifts so…
Read articleIn a moment rich with symbolism and strategic clarity, Royal Shariyf of Human2outcme joined Ambassadors from Mali, Burkina Faso, and Niger—alongside the U.S. Ambassador…
Read articleHad a nice fireside chat on “Storytelling as a CX superpower” with Priyadarshinee Awatramani , Head of CX at Standard Chartered Bank at the recent CX Evolve UAE…
Read article“The programming language of the future is human.” says NVIDIA CEO Jensen Huang (World Government Summit 2024) This isn’t just a soundbite—it’s a seismic shift. The tech…
Read articleHigh-value customers are the backbone of business success, but how do you identify them and ensure their needs drive your CX priorities? It was an insightful CXPA Middle…
Read articleOur ‘Behavioral Economics for CX Practitioners’ training program has been certified by the Customer Institute’s review board and is now authorized to award CCCX…
Read articleCustomer experience transformation hinges not just on new processes, but on a fundamental reset of organizational mindset. Yet in times of turbulence—be it mergers,…
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